一、中文部分
周逸衡，關復勇，凌儀玲(1998)，眼鏡零售業人員服務接觸與顧客反應間
關係之研究，亞太管理評論，3(2)，149-164。
鄭紹成(1997)，服務業服務失誤、挽回服務與顧客反應之研究，私立中國
文化大學國際企業管理研究所未出版之博士論文。
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